Winscore Casino - Player’s request for account closure is delayed.

I was supposed to have a self-exclusion on this casino, yet I was still able to play. I asked for a refund of my deposits and the closure of my account. Response times are extremely slow, and now they are not responding at all after I've inquired a few times. My goal is the permanent closure of my account and a refund of the deposits for the amount I shouldn't have been able to deposit and play due to my gambling addiction.

Dear piippanen,

Thank you very much for submitting your complaint. I’m sorry to hear about the struggles you’re experiencing with this casino, especially when it comes to something as important as self-exclusion and your well-being. Let’s try to resolve this matter together.

To understand the situation more clearly, could you please provide some additional information?

• When and how did you first inform the casino about your gambling problem? For example, did you notify them via live chat, email, or through their responsible gambling tools?
• Did you activate the self-exclusion feature yourself, or did you request it through the casino’s support team?
• Were you given any confirmation or notification that your self-exclusion was active? If so, do you have a screenshot or email confirming it?
• Since your self-exclusion was supposed to be in place, can you recall approximately when you were able to deposit and play again?
• Have you had any communication with the casino regarding your refund request? If so, could you forward any relevant emails or chat transcripts to petronela.k@casino.guru?
• Do you recall the total amount of deposits made after your self-exclusion should have been active?

Your cooperation and details will help us better understand what happened and how to approach the casino on your behalf. We know this process can feel overwhelming, but we’re here to help ensure the issue is handled properly.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I have replied to that email.

Player's additional comments:

I have reported my gambling addiction via email. The casino promised to handle the self-exclusion but it was not done until later. and I already sent those emails as attachments at the same time as I filed the complaint. And indeed my self-exclusion should have been handled before I had time to play again. So I have been in contact with the casino and they are aware of this but are no longer responding

Hi piippanen,

Thank you for your response. I understand that you have already provided some documents, and I appreciate your cooperation.

To move forward with your complaint effectively, could you please comment specifically on the questions I asked in my previous message? This will help us get a clearer picture of the situation and ensure we address all key points when communicating with the casino.

Additionally, please forward the entire communication you’ve had with the casino regarding your self-exclusion, including all relevant emails and responses, to petronela.k@casino.guru. This will allow us to review everything thoroughly and support your case as best as possible.

Looking forward to your reply.

Was the information I sent clear enough?

Hi piippanen,

Thank you for your response and for the documents you’ve already sent.

To properly move forward with your complaint, it is essential that we receive a complete picture of the situation. Specifically, I’m still missing the initial email you sent to the casino regarding your gambling addiction and self-exclusion request. Without this email and the answers to the questions I’ve asked, we cannot proceed with your case, as we wouldn’t have all the necessary details to address your issue effectively.

To proceed, could you kindly:

• Forward the initial email you sent to the casino requesting self-exclusion and any responses they may have sent prior to the casino’s request on 19.12.2024 about verifying your account.
• Answer the questions I asked in my previous message, particularly about the timeline, any confirmation of self-exclusion, and the total amount of deposits made after your self-exclusion should have been active.

Without this critical information, we won’t be able to fully evaluate your case or engage with the casino on your behalf. I’m truly sorry for the inconvenience this causes, but your cooperation is key to resolving this issue.

Looking forward to your reply.

Hi! Unfortunately I don't have any other emails saved than the ones I sent. The most important thing now would be to just get my account closed permanently if and when they don't refund my deposits.

Hi piippanen,

When applying for self-exclusion, it's essential that you clearly state the reason for your request and specify the duration of the exclusion. Additionally, it is crucial to mark the email subject clearly so that the casino support team can identify it quickly. This will help ensure your request is handled promptly.

For example, your email subject should read: Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

The body of the email should include:

"Greetings Winscore Casino,

I am writing to inform you that I wish to immediately exclude myself from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (or lifetime).

The reason for my decision is xxx.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period, and the self-exclusion cannot be lifted before the end of the agreed period."

Unfortunately, since we do not have access to the details of your initial self-exclusion request, sent before December 19th, we cannot definitively determine the terms of your request. Without this information, we do not have an argument to request a refund from the casino.

Please send another email to the casino at customercare@winscore.com (you can also CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact method, such as live chat or WhatsApp, please try that as well and save screenshots of any relevant communication.

Thank you in advance for your cooperation.

I sent you a copy.

Hi piippanen,

Based on the information we’ve gathered so far, I’d like to confirm a timeline with you:

• 19th December 2024: You received a request from the casino asking for verification documents, but the content of the request is unclear.
• 27th December 2024: The casino confirmed your self-exclusion (SE) was approved and would last for 30 days.
• 17th February 2025: This appears to be the first time you mentioned your gambling problem in communication with the casino.

Could you please verify if this timeline is accurate? Any additional details you can provide will help us proceed effectively.

Yes, I have mentioned it a lot before but unfortunately I don't have the email from it saved but here it is as proof for you and they didn't respond to it either. They did know about my gambling addiction last year when I assumed they would return my deposits,,

Hi piippanen,

Thank you for your response and for providing the proof. I understand that you’ve mentioned your gambling addiction before, and I’m sorry to hear that you didn’t receive a response.

• Could you please clarify if your account is still accessible?
• Additionally, could you let us know when you placed any deposits after 17th February 2025, and whether you received any replies after that email where you first mentioned your gambling problem?

Looking forward to your reply.

I see that I can't log into my account at the moment. There is some kind of ban but I don't know if it's permanent or just temporary? I haven't received any answers despite my inquiries, except for the 30-day ban that I already sent you an email about. And I made my last deposits on 12.12.2024, when they already had information about my gambling addiction. In any case, the most important thing now would be to get some kind of answer from the casino.

Hi piippanen,

Thank you for your response.

We will contact the casino to clarify whether your account block is permanent or if it is only a temporary 30-day restriction. Ensuring that your account remains closed is important, and we will push for confirmation on this.

However, based on the available evidence, your last deposit was made on 12.12.2024, while the first mention of your gambling problem appears in our records on 17.02.2025. Since the deposits were made before you reported the issue, there are no valid grounds to request a refund.

That said, we will do our best to ensure the casino provides you with a clear response regarding your account status.

I will now transfer your complaint to my colleague, Matej (matej.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello piippanen, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Winscore Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify whether the account has been blocked for 30 days or permanently? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent to me directly at matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

The Player's request has been granted, the account was already excluded and will remain so.

Kind regards, 

Winscore Casino 

I would like to thank the Winscore Casino for the fast reply! Very much appreciated. :)

Dear piippanen, could you pelase confirm you are unable to log into your account and that is now being blocked?

It's good that it's closed and I can't log in anymore! However, I still want to ask why there were no refunds because it really took too long to finally close my account and I actually managed to play the aforementioned amount?

Dear piippanen,

I will try to explain the situation, and the reason we are unable to request any kind of refund from the casino.

When asking for an account closure and stating the reason being you don't want to play in the casino anymore, you don't like their games or something similar, you have an option of not logging back in, and simply stop playing. It's the same as if you had a bad experience in a restaurant and stopped going there for your meals. Also, it is a common practice amongst players after incurring a heftier loss, to say in the heat of the moment they want the casino to close their account, then ask for it to be re-opened few days later and they play as usual. Some players even use this as an opportunity to get some kind of a cashback or a bonus play from the casino. In all of these cases, it is assumed that the plyer is fully capable of making decisions for themselves, and they play only because they want to and can stop at any time. Nothing forces them to spend more money in the casino, so anything that is deposited between the request of account closure and the actual closure, is not enforceable.

Now if the player asks for an account closure and clearly states they have a gambling problem - this is a completely different story. Gambling addicts are not in control of their own compulsive behaviour, and can spend all their money in the casino and ruin their lives. That is why such cases neds to be taken care of with utmost importance and care. In such cases account should be closed ASAP (or at least the options for depositing and playing games should be disabled) so the player is safe. If the casino igores such urgent request and allows the player to keep depositing and losing money even longer - before finally closing the account - in such cases we believe the player is entitled for their deposits to be returned (minus any winnings withdrawn in the meantime) if those deposits happened between the self-exclusion request and an actual account closure.

From the evidence provided, your last deposit was on 12/12/2024, but the first time you have mentioned the gambling addiction was on 17/02/2025. As per the reasons mentioned above, we are unable to request a refund. Unless you have more questions, or a proof of deposits after 17/02/2025, this case can be closed as resolved.

Okay, the matter is settled, the main thing is that the account is closed, but I do wonder why they never responded to me directly when I contacted them so many times, but thank you for this!

Dear piippanen,

This unfortunately happens more often than we would like, when players do not receive an answer to their questions in a satisfactory manner. Sometimes it can be due to the sheer number of messages the support team has to deal with, sometimes the reason is unknown.

But overall, I am glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation, as well as I would like to thank the Winscore Casino for stepping in. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru